Support
Customer Support
Respond to customer questions, troubleshoot issues, explain product behavior, document problems, and help customers continue working with minimal disruption.
Customer Service Team Member
Serve customers. Build trust.
Help Brilliance One customers feel supported, informed, and confident while using a platform designed to help their businesses operate better.
This role sits at the intersection of customer support, onboarding, product education, relationship management, and customer success. You will help businesses understand the platform, solve problems, adopt new capabilities, and get more value from Brilliance One over time.
Customer support
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Onboarding
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Product education
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Customer success
Role Overview
Customer success starts with care.
We are looking for a dependable, empathetic, and technically capable Customer Service Team Member who can help customers navigate Brilliance One and build confidence in the platform.
Onboarding
Customer Onboarding
Help new customers understand their environment, core modules, workflows, permissions, account configuration, and the tools most relevant to their business.
Relationships
Customer Success
Build trusted relationships, identify recurring needs, gather feedback, help reduce churn, and guide customers toward features and workflows that can improve their operations.
Responsibilities
Help customers get real value.
Customer service at Brilliance One is not limited to answering tickets. The role requires understanding how customers use the platform and helping them move forward when something is unclear, unfamiliar, or not working as expected.
- Respond to customer questions and support requests
- Assist with onboarding and initial platform setup
- Explain features, workflows, permissions, and modules
- Troubleshoot common user and configuration issues
- Document recurring questions and customer problems
- Escalate technical issues when deeper investigation is required
- Follow up with customers after support interactions
- Help maintain customer-facing documentation and knowledge resources
- Identify patterns that could improve product design or onboarding
- Share useful customer feedback with product, development, sales, and leadership
Customer Experience
Every interaction shapes the relationship.
Customers may contact Brilliance because they are confused, frustrated, learning something new, or trying to accomplish something important for their business.
Your job is to bring clarity to the situation, communicate professionally, take ownership of the next step, and help the customer leave the interaction more confident than when it started.
Platform Knowledge
Learn more than a single feature.
Because Brilliance One spans CRM, ERP, CMS, communications, automation, documents, scheduling, security, and operations, strong customer service requires understanding how different parts of the platform work together.
CRM & Sales
Accounts, contacts, leads, opportunities, activity, customer records, and relationship history.
Communications
Email, SMS, MMS, campaigns, communication preferences, history, and messaging workflows.
Operations
Products, inventory, projects, scheduling, documents, accounting, and operational modules.
CMS & Customer Experience
Websites, forms, portals, knowledge resources, customer interactions, and digital content.
Automation
Workflows, notifications, communications, assignments, follow-up, and process automation.
Security
Roles, permissions, security groups, access controls, account security, and user configuration.
Skills & Experience
What helps you succeed in this role.
Experience matters, but communication, judgment, reliability, empathy, technical curiosity, and the ability to learn are equally important.
Experience
Education & Experience
- High school diploma or equivalent required
- College education in business, communication, technology, or a related field is helpful but not required
- Customer service or customer support experience preferred
- SaaS, CRM, ERP, CMS, or business software experience is helpful
- Experience working with support tools, ticketing, or customer records is a plus
Capability
Core Skills
- Strong written and verbal communication
- Good problem-solving and troubleshooting ability
- Attention to detail
- Ability to manage multiple customer needs
- Technical aptitude and willingness to learn software
- Ability to explain technical concepts clearly
Character
Personal Attributes
- Patient and empathetic
- Dependable and accountable
- Professional under pressure
- Proactive when solving problems
- Comfortable learning in a changing environment
- Strong ethical judgment and professional responsibility
What Success Looks Like
Solve the issue. Strengthen the relationship.
Fast Response
Acknowledge customer needs quickly and provide a clear next step.
Clear Communication
Explain solutions in language the customer understands without unnecessary technical complexity.
Ownership
Stay engaged with an issue until it is resolved, escalated, or clearly handed to the right person.
Good Documentation
Capture useful notes so future support and product decisions have the necessary context.
Customer Confidence
Help customers understand the platform well enough to become more independent over time.
Product Feedback
Identify patterns and recurring friction that can improve Brilliance One for everyone.
Training Provided
We help you learn the Brilliance way.
You will not be expected to understand every part of Brilliance One on day one. Training is designed to help you understand the platform, our customers, our support standards, and how we approach customer relationships.
Platform Training
Learn Brilliance One modules, workflows, customer records, permissions, communications, and common use cases.
Customer Service Standards
Learn how we communicate, follow up, document, escalate, and take ownership of customer needs.
Roleplaying & Scenarios
Practice realistic customer situations and learn how to work through problems professionally.
Call & Interaction Review
Review real interactions where appropriate to improve communication, problem solving, and customer experience.
Documentation
Use internal guides, procedures, knowledge resources, and product documentation as the platform evolves.
Continuous Learning
Stay current as Brilliance One adds modules, features, integrations, workflows, and industry capabilities.
Cross-Team Collaboration
Customer service connects the company.
Because customer service hears directly from the people using the platform, this role contributes valuable information across Brilliance.
Development
Provide useful context when bugs, technical issues, unexpected behavior, or recurring platform problems need investigation.
Product
Share patterns in customer questions, workflow confusion, feature requests, and product opportunities.
Sales
Help create a smoother transition from prospect to customer by understanding what was promised and what the customer needs after the sale.
Marketing
Identify common questions and customer language that can improve educational content, documentation, and product messaging.
Implementation
Help customers move from setup into regular use and identify areas where additional training or configuration may be needed.
Leadership
Surface meaningful customer feedback, recurring problems, and opportunities that can influence company priorities.
Customer Service Career
Help customers succeed. Help Brilliance improve.
If you enjoy solving problems, helping people, learning technology, and building trusted customer relationships, this may be the right role for you.
Brilliance One • CRM + ERP + CMS • Built in the USA